Promide Mall refuses to exchange

The worse mistake I have made was to have a wedding registry at your store.Gifts received set of 5 pasta bowls , 4 bowls cracked also dinner set one cup handle off.Enquired about this with store manager who told me that all items are checked before given to customers so in this case they won't exchange.I disagreed with her as I'm a regular customer and non of purchases were ever checked at the store.Also both guests who bought the gifts confirmed the items were never checked.As a Compliance Officer myself I believe that your exchange /return policy should stipulate all the conditions but I fail to see this one in particular. This is totally against Consumer Protection Act . I need more clarity.